The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,

Creating World-Class Customer Experience Teams

ClearAction

Creating World-Class Customer Experience Teams. In a recent #CXO tweet chat these same success factors were discussed as they apply to customer experience teams. The Formation of Customer Experience (CX) Teams. Customer experience is not a trend.

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Teradata Influencer Summit Highlights

Natalie Petouhof

Key Principle #2: Big Data Technologies: Aster, Hadoop, Big Data Apps, Apps Center, Open Source Contribution and leverage. Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. Companies that used to compete on selling cars are really COMPETING ON THE “experience or what it feels like to drive/ own the car.” Tweet Herman Wimmer, Co-President kicks off the event.

The Future of Cognitive AI in Customer Experience

Answer Dash

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Which leads to another challenge surrounding cognitive AI—knowing what data to collect.

Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

Today, a typical customer expects a prompt response and fast service from any business. Customers are connected. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information.

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Blog

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. Create better customer loyalty programs.

CX / VoC: DIY or Hire a Guide?

CX Journey

Does everyone in the party have the required gear and the experience to use it effectively? The mountains we are targeting will take us out of the big city and into the hinterlands. A data analyst? customer experience voc voice of customer

Chatbots: The Smart Decision on Customer Service and Artificial Additives

Clarabridge

I had a long night in the transfer lounge with my many travel companions, as a very limited number of customer service agents tried to find places for a truckload (or more accurately a planeload) of passengers. Chatbots don’t sleep, which gives them a leg up on man-powered customer service.

Optimizing Call Center Customer Support for Increased Revenue

Tenfold - Contact Center Blog

? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. No company can afford to be a customer service laggard.